Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. An apparatus comprising: one or more processors; and one or more memories storing instructions which, when processed by one or more processors, cause: a request classifier service, executing on a server computer, to: receive an input request from a client device; access classification data from a knowledge repository, wherein the classification data comprises one or more defined input requests mapped to one or more classification types; determine confidence values for each of the one or more defined input requests mapped to the one or more classification types, wherein each confidence value represents a relative match score between the input request from the client device and one of the one or more defined input requests mapped to the one or more classification types; determine, based upon the confidence values for each of the one or more defined input requests mapped to the one or more classification types, one or more best matching defined input requests that best match the input request from the client device, and send one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device to a processing service on the server computer; the processing service to: determine a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device; determine, based upon a classification type of the process response type and mapping information that maps destinations to classification types, a destination for the process response type, and route both the process response type, determined by the processing service based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device, and the input request from the client device to the destination for the process response type.
2. The apparatus of claim 1 , wherein determining a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device further comprises evaluating a process response type for each of the one or more best matching defined input requests.
3. The apparatus of claim 1 , wherein routing both the process response type, determined by the processing service, and the input request from the client device to a destination mapped to the process response type further comprises transforming the input request from the client device into a specific transformed request based upon the destination mapped to the process response type.
4. The apparatus of claim 3 , wherein the destination mapped to the process response type is a location on a support ticket server and the specific transformed request is one or more of a Short Message Service (SMS) message, a voice message, or an Interactive Voice Response (IVR) message.
5. The apparatus of claim 3 , wherein the destination mapped to the process response type is a location on a database server used to allocate data tasks, wherein the specific transformed request is formatted to a database entry that represents allocating data tasks.
This invention relates to a system for managing data tasks in a database server environment. The problem addressed is the efficient allocation and processing of data tasks within a distributed system, particularly ensuring that requests are properly routed and transformed for database operations. The apparatus includes a mapping mechanism that associates process response types with specific destinations on a database server. These destinations are locations where data tasks are allocated and executed. When a request is received, it is transformed into a specific format that corresponds to a database entry representing the allocation of data tasks. The transformed request is then directed to the appropriate destination on the database server based on the mapped process response type. The system ensures that requests are correctly formatted and routed to the right location for task allocation, improving efficiency and reducing errors in data processing. The transformation process standardizes the request into a format compatible with the database server's task allocation system, ensuring seamless integration and execution of data tasks. This approach enhances scalability and reliability in distributed database environments.
6. The apparatus of claim 1 , wherein the one or more memories storing instructions which, when processed by the one or more processors, further cause: the processing service, sending an acknowledgement message to the client device, wherein the acknowledge message includes information related to the process response type and the destination mapped to the process response type.
7. The apparatus of claim 6 , wherein the one or more memories storing instructions which, when processed by the one or more processors, further cause: the processing service, sending a second acknowledgement message to a second client device associated with the client device, wherein the second acknowledge message includes information related to the process response type and the destination mapped to the process response type.
8. One or more non-transitory computer-readable media storing instructions, which, when processed by one or more processors, cause: a request classifier service, executing on a server computer, to: receive an input request from a client device; access classification data from a knowledge repository, wherein the classification data comprises one or more defined input requests mapped to one or more classification types; determine confidence values for each of the one or more defined input requests mapped to the one or more classification types, wherein each confidence value represents a relative match score between the input request from the client device and one of the one or more defined input requests mapped to the one or more classification types; determine, based upon the confidence values for each of the one or more defined input requests mapped to the one or more classification types, one or more best matching defined input requests that best match the input request from the client device, and send one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device to a processing service on the server computer; the processing service to: determine a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device; determine, based upon a classification type of the process response type and mapping information that maps destinations to classification types, a destination for the process response type; and route both the process response type, determined by the processing service based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device, and the input request received from the client device to a destination for the process response type.
9. The one or more non-transitory computer-readable media of claim 8 , wherein determining a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device further comprises evaluating a process response type for each of the one or more best matching defined input requests.
10. The one or more non-transitory computer-readable media of claim 8 , wherein routing both the process response type, determined by the processing service, and the input request from the client device to a destination mapped to the process response type further comprises transforming the input request from the client device into a specific transformed request based upon the destination mapped to the process response type.
11. The one or more non-transitory computer-readable media of claim 10 , wherein the destination mapped to the process response type is a location on a support ticket server and the specific transformed request is one or more of a Short Message Service (SMS) message, a voice message, or an Interactive Voice Response (IVR) message.
This invention relates to automated support systems for processing and routing customer service requests. The problem addressed is the inefficiency and complexity of handling diverse customer inquiries, such as SMS, voice, or IVR messages, through a unified system. The solution involves a computer-implemented method that transforms incoming customer requests into a standardized format and routes them to a designated destination based on the type of response required. The system includes a request transformation module that converts incoming messages into a specific format suitable for further processing. A routing module then maps the transformed request to a destination, which in this case is a location on a support ticket server. The destination is determined by the type of process response needed, ensuring that the request is directed to the appropriate system for resolution. This approach streamlines the handling of various communication channels, improving efficiency and reducing manual intervention in customer support operations. The system is designed to work with different types of messages, including SMS, voice, and IVR, ensuring compatibility with multiple customer interaction methods. The overall goal is to provide a seamless and automated way to manage and resolve customer inquiries across different communication platforms.
12. The one or more non-transitory computer-readable media of claim 10 , wherein the destination mapped to the process response type is a location on a database server used to allocate data tasks, wherein the specific transformed request is formatted to a database entry that represents allocating data tasks.
13. The one or more non-transitory computer-readable media of claim 8 , further comprising storing instructions, which, when processed by the one or more processors, cause: the processing service, sending an acknowledgement message to the client device, wherein the acknowledge message includes information related to the process response type and the destination mapped to the process response type.
14. The one or more non-transitory computer-readable media of claim 13 , further comprising storing instructions, which, when processed by the one or more processors, cause: the processing service, sending a second acknowledgement message to a second client device associated with the client device, wherein the second acknowledge message includes information related to the process response type and the destination mapped to the process response type.
15. A computer-implemented method comprising: a request classifier service, executing on a server computer, receiving an input request from a client device; accessing, by the request classifier service, classification data from a knowledge repository, wherein the classification data comprises one or more defined input requests mapped to one or more classification types; determining, by the request classifier service, confidence values for each of the one or more defined input requests mapped to the one or more classification types, wherein each confidence value represents a relative match score between the input request from the client device and one of the one or more defined input requests mapped to the one or more classification types; determining, by the request classifier service, based upon the confidence values for each of the one or more defined input requests mapped to the one or more classification types, one or more best matching defined input requests that best match the input request from the client device, and sending, by the request classifier service, one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device to a processing service on the server computer; determining, by the processing service, a process response type based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device; determining, by the processing service based upon a classification type of the process response type and mapping information that maps destinations to classification types, a destination for the process response type; and routing, by the processing service, both the process response type, determined by the processing service based upon the one or more classification types for the one or more best matching defined input requests that best match the input request received from the client device, and the input request from the client device to a destination for the process response type.
The invention relates to a computer-implemented method for classifying and routing input requests in a server-based system. The system addresses the challenge of efficiently processing and routing diverse input requests from client devices to appropriate processing services based on their classification. A request classifier service running on a server receives an input request from a client device and accesses classification data from a knowledge repository. This data includes predefined input requests mapped to specific classification types. The classifier service calculates confidence values for each predefined request, representing how closely the input request matches them. It then identifies the best-matching predefined requests and sends their corresponding classification types to a processing service. The processing service determines a process response type based on these classifications and uses mapping information to identify the appropriate destination for the response. Finally, the processing service routes both the process response type and the original input request to the determined destination. This method ensures that requests are accurately classified and routed to the correct processing service, improving efficiency and accuracy in handling diverse client requests.
16. The method of claim 15 , wherein determining a process response type, based upon the one or more classification types for the one or more best matching defined input requests that best match the input request from the client device further comprises evaluating a process response type for each of the one or more best matching defined input requests.
17. The method of claim 15 , wherein routing both the process response type, determined by the processing service, and the input request from the client device to a destination mapped to the process response type further comprises transforming the input request from the client device into a specific transformed request based upon the destination mapped to the process response type.
18. The method of claim 17 , wherein the destination mapped to the process response type is a location on a support ticket server and the specific transformed request is one or more of a Short Message Service (SMS) message, a voice message, or an Interactive Voice Response (IVR) message.
19. The method of claim 17 , wherein the destination mapped to the process response type is a location on a database server used to allocate data tasks, wherein the specific transformed request is formatted to a database entry that represents allocating data tasks.
20. The method of claim 15 , further comprising the processing service, sending an acknowledgement message to the client device, wherein the acknowledge message includes information related to the process response type and the destination mapped to the process response type.
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February 9, 2021
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